IT Service Manager presso High Speed Two (HS2) Limited

Base salary: £41092 pa to £48344 pa depending on skills and experience. In addition, we offer flexible benefits fund of 15% which is paid on top base salary and is fully pensionable, as well as a range of competitive benefits - check them out in the Benefits section on our website

HS2 Ltd endeavours to ensure everyone working for us and with us feels included, thrives and achieves their full potential. In practice, this means we are positive and inclusive about making adjustments, providing flexible working, encouraging our staff networks to flourish and providing personal and professional development opportunities. 

As the IT Service Manager, you will oversee the end-to-end delivery of IT services and operations across products and platforms to business and IT customers. The role focuses on ensuring that IT services are available and perform in line with defined service levels.

About the role:

• Responsible for managing and assuring service delivery of platform, products and services, effectively managing end to end ITIL service management practices
• Responsible for ensuring the effective outcome of application lifecycle management
• Accountable for ensuring the effective outcome of incident, problem, request, event, and change management across allocated services, ensuring coordination of suppliers, communication to stakeholders and effective processes
• Responsible for ensuring the outcome of service level agreements (SLAs) and operational level agreements (OLAs) across the IT portfolio
• Oversee the performance of key IT suppliers and internal delivery teams, ensuring services are delivered consistently and meet contractual and operational expectations 
• Collaborate with cross-functional IT teams to ensure seamless service delivery across end-to-end business processes, identifying opportunities for improving end user experience, costs, and service performance
• Responsible for the provision of adequate reporting and management information, ensuring that service standards are met for allocated services and performance is visible and clear
• Maintain and improve service management documentation, processes, and knowledge assets to support operational efficiency, resilience, and compliance
• Actively promote and embed Equality Diversity and Inclusion (EDI) in all your work, and support and comply with all organisational initiatives, policies and procedures on EDI

About you:

Skills: 

• Service Level Management. Agreeing targets for service levels and assessing, monitoring and managing the delivery of services against the targets
• Change Control. Assessing risks associated with proposed changes and ensuring changes to products, services or systems are controlled and coordinated
• Business analysis. Ability to lead investigative work into problems with and opportunities in existing processes, driving the collection of information and creation of recommendations for improvements
• Technology Service Management. Managing the provision of technology[1]based services to meet defined organisational needs utilising ITIL best practice
• Continual service improvement. Ability to analyse current processes, identify and implement opportunities to optimise processes, and lead and develop a team of experts to deliver service improvements

Knowledge:

• Knowledge of digital information, digital contexts and design services that fit them, new technologies and their potential application 
• Knowledge of IT Service Frameworks, Methodologies and best practice

Type of experience: 

• Experience of managing multiple IT services or platforms
• Experience of managing the outputs of internal and external IT teams
• Experience of balancing multiple priorities to deliver a complex service or project for stakeholders
• Experience of producing reports that provide governance and assurance for service standards

The post-holder is expected to behave at all times in a manner consistent with the HS2 values of Safety, Leadership, Integrity and Respect

It is expected that you will actively promote and embed Equality, Diversity and Inclusion (EDI) in all your work and support and comply with all organisational initiatives, policies and procedures on EDI.

As HS2 Ltd do not hold a sponsorship license from the Home Office, we are not able to provide sponsorship to any applicant. Applicants must already have the Right to Work in the UK at the time of application and our process involves a Right to Work validation prior to the interview stage. Note, there are certain types of time-bound visas that we cannot accept.

Any offers made to applicants will be subject to satisfactory completion of pre-employment checks which include Nationality & Immigration Status, employment references, DBS, Financial and Education checks.

We ask for a variety of detail in your online application, however we perform the first assessment of suitability for a role based solely on the information in your CV. In a further development of our efforts to create a more diverse workforce, your CV will be anonymised and personal information will be removed during the first stage of the application review. This removes bias from the process and makes it even more important that you attach an updated word version of your CV for each new application ensuring you include evidence directly related to the criteria in the job advert.

 Watch this video on how we remove bias in the recruitment process: Removing bias in the recruitment process (youtube.com)

Any applications received after the closing date will not be considered.

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